Field Service Engineer - North and South carolina

Department:  Service

Reports To:  Service Manager

Revision Date:  12/20/2018

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.


This Field Service Engineer’s primary responsibility will be the support of fielded systems in North and South Carolina, and their home base is expected to be a remote home office in this area. However, the FSE should expect to spend substantial time on travel, up to 100%, to Phoenix Headquarters in Madison, WI and deployed to other Phoenix installation sites around the world, including up to 6 months of initial training in Madison.

Position Overview:

The Field Service Engineer is responsible for both periodic field equipment maintenance and repair activities and a variety of in-house service support activities required to support field service logistics. The Field Service Engineer is appropriately trained and dispatched to the field for both planned and unplanned service actions. This entails independent and team actions at times of installation, preventative maintenance and required break-fix episodes. The Field Service Engineer monitors and coordinates inventory, technical support and documentation requirements for general and specific field support requirements. When not engaged in Service specific activities, the FSE provides a variety of support activities for engineering that includes both the assembly and test functions of electrical, mechanical and electrical-mechanical assemblies. This includes testing and qualification of parts and service protocol validation. Substantial travel is expected, ranging between 50-100% time.

Duties and Responsibilities:

  • Perform field actions and repairs at customer sites both independently and as part of a team. This includes installation and commissioning activities.

  • Debug and trouble shoot customer equipment in order to determine root cause of equipment failures or performance issues in the field and repair appropriately.

  • Provide in house support for field actions.

  • Build functional test set-ups and prototypes to support the qualification of field inventory and validate the integrity of repair protocols. This may be done in conjunction with manufacturing engineering.

  • Assemble and test selected electrical and mechanical assemblies.

  • Analyze, debug, and repair service components and assemblies from circuit boards to assembled proprietary and non-proprietary modules.

  • Develop and document service related test and assembly processes and specifications.

  • Participate in Engineering design reviews both formal and informal to represent the service function.

  • Coordinate and control service specific inventory requirements.

  • Work with outside services (Suppliers, consultants, sub-contractors) along with internal company departments to facilitate service support for the materials and engineering to support field service projects whether customer specific or general in nature.

  • Assist in creating documents and specifications in conjunction with the Phoenix new product development process and ISO-9001-2015 requirements. Provide input to Marketing and Sales for customer quotations in terms of service programs and contracts.


  • B.S. degree in a related Engineering discipline is required.

  • 3 – 5 years of experience in a technical environment.

  • Must have mechanical and electrical aptitude and general disposition to repair complicated systems in remote locations and maintaining good customer relations.

  • Ability to trouble-shoot systems. Must have test experience necessary to understand nuances of various test methods and equipment. When to apply specific techniques and tools for each specific situation and how to interpret collected data.

  • Ability to develop and build test setups in order to qualify parts and processes.

  • Must be independently driven with leadership skills to ensure that service related projects are completed on time to expectations.

  • Must possess solid analytical skills in order to coordinate the planning and purchase of service inventory utilizing the SAP business system.

  • Must be able to document test setups, procedures, data, etc. to a level that will allow repeat-ability by another person in the future.

  • Additional positive skills include knowledge of SAP or similar ERP management systems.

  • Excellent communication skills along with demonstrated ability to deal with stressful situations.

Phoenix offers an exceptional benefit and compensation package in a transparent, collaborative team environment and is proud to be an Equal Employment Opportunity and Affirmative Action employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees.  If this opportunity peaks your interest and you feel Phoenix may be the organization for you, we look forward to hearing from you. 

"Eligibility for employment is conditioned on an individual’s ability to qualify for access to information subject to U.S. Export Controls regulations (U.S. Citizen, U.S. Permanent Resident, Asylee or Refugee).  Also, an individual’s eligibility may be conditioned based upon access to information classified under the Atomic Energy Act requiring pre-employment drug test, fingerprinting, and a criminal background check."